The player from Spain reports that MrPunter has blocked his account without justification and canceled a withdrawal of €40 that pertains to his winnings. He has not received any explanation for the account or withdrawal issues and has experienced a lack of communication from customer service for over 13 working days.
MrPunter Casino - Player's account is closed and withdrawal is delayed.
Opened
Current status
Waiting for Casino Guru to reply
4d 14h 47m 11s
MrPunter Casino
Safety Index:HighCase summary
Discussion
Public
Public
3 days ago
Translation
MrPunter has blocked my account without offering any valid justification and, in addition, has cancelled a withdrawal of €40 that had already been requested and which corresponds to legitimately obtained funds, improperly withholding my money.
To date, I have not been provided with any explanation regarding the reasons for the account being blocked or the withdrawal being cancelled, nor has any solution been offered to resolve the situation.
I have tried to contact customer service on several occasions, without receiving any response after more than 13 working days, which demonstrates a total lack of professionalism, transparency and respect for the customer.
I demand an immediate response and the full refund of the €40 withheld.
Automatic translation:
Public
Public
2 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 days ago
Dear girasol,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
